Vinod Kumar Chandrabhan
Bengaluru
Summary
Experienced Senior Program Manager with a proven track record at Scaler, leading the establishment of critical operational teams and successfully navigating the company's 0-1 transition. Adept at overseeing Teaching Assistant/PSE, Mentor, Community, and FTUE programs, ensuring seamless project delivery, resource planning, and talent acquisition. Seeking a new challenge to leverage six years of versatile experience in FMCG, banking/finance, and edtech, transitioning into a more strategic and leadership-focused role for continued professional growth.
Overview
4
4
years of professional experience
Work History
Senior Program Manager
InterviewBit Software Services Pvt Ltd
Bengaluru, KA
07.2022 - Current
- Orchestrated reengineering of teaching assistance and mentorship programs, collaborating seamlessly with product, design, and tech teams to deliver exceptional 5-star experience for enrolled learners.
- Pioneered establishment of hiring process for Scaler operations team in collaboration with COO and recruitment team. Served as core interview panelist for 2.5 years, interviewing over 200 candidates across business operation intern/associate, senior business operation associate, customer delight team and associate program manager.
- Successfully led and delivered Mentorship program project for Scaler School of Technology within impressive 30 days of its inception in September 2023.
- Executed top-down initiatives resulting in significant 3.6% reduction in refunds, saving over 3.5 crores. Collaborated effectively with product, instructors, and tech team.
- Scoped and executed changes in Teaching Assistants payment policies, achieving outstanding 51% reduction in TA delivery costs within just 1.5 months with collaboration of product and tech team.
- Conceptualized and implemented groundbreaking first-time user experience enhancement project, enhancing cohort-wise retention processes and achieving impressive 97% average orientation session learner attendance in collaboration with Scaler instructors and Co-founders
- Led NPS boost project for Scaler Academy, consistently elevating scores from 44 to greater than 65 every cohort.
- Spearheaded initiatives to enhance first-time user experience (FTUE) and streamline Batch Allocation processes, significantly reducing manual work for operations team and minimizing escalations.
- Led expert mentor hiring and training project, achieving 100% forecasted mentor hiring and reducing mentor no-show from 13% to less than 2%.
- Streamlined teaching assistant and mentor payment processes, resulting in notable 10% reduction in support tickets.
- Initiated team up-skilling on problem-solving, project planning, data-driven decision-making, and stakeholder management.
- Implemented streamlined mentor session auditing process, optimizing session adherence and reshaping mentor payout policy. Resulted in 5% decrease in mentor escalations, improved on-time session starts, and enhanced guidance delivery. Addressed low-performing mentors to safeguard learner experience.
Program Manager
InterviewBit Software Services Pvt Ltd
Bengaluru, KA
01.2022 - 06.2022
- Orchestrated12-member team to deliver consistently high efficiency and productivity during operational hours.
- Spearheaded setup and restructuring of Teaching Assistants and Mentor Program teams during critical 0-1 transition for software engineering courses across India, USA, and DSML vertical.
- Strategically re-organized team, setting clear key performance indicators to maintain vitality of Teaching Assistant & Mentorship program.
- Deployed feedback system post-teaching assistance and mentor sessions, seamlessly integrating it into operational workflow for continuous improvement, saw significant uptick from 39% to 70% in learners providing rating after each doubt resolution and mentor session.
- Revamped learner assignment/homework problem-solving experience with efficient help request workflow, achieving greater than 95% live claim rate and meeting SLAs for response and resolution times.
- Overhauled mentor selection/session scheduling process, achieving greater than 95% mentor selection within refund window and greater than 90% session scheduling and completion.
- Strategically forecasted demand and supply for Teaching Assistant/Mentor pool, implementing streamlined hiring, onboarding, and training processes.
- Maintained consistent 70 NPS from Teaching Assistants, attesting to high levels of satisfaction and engagement in program.
Operations Manager
InterviewBit Software Services Pvt Ltd
Bengaluru, KA
01.2020 - 12.2021
- Led 15 member team of business operations associates, integrating Exotel app and admin tools for seamless learner onboarding.
- Successfully trained pilot B2C sales team on Scaler offerings, learner behavior, and fostering fair and positive collaboration, enabling strong foundation for Sales team within weeks time.
- Achieved consistently high learner query resolution with CSAT rating above 4.5/5 during onboarding phase.
- Restructured teams, forming dedicated community engagement team with clear objectives for smooth transition from onboarding, resulting in >90% participation in high-value activities.
- Elevated course experience with >4.5/5 ratings in AMA sessions, expert sessions, and career counseling.
- Implemented processes and SOPs, establishing BAU for team autonomy, contributing to improved NPS scores.
Business Operations Associate
InterviewBit Software Services Pvt Ltd
Bengaluru, KA
10.2019 - 12.2019
- Accountable for 150 students' learning outcomes, achieving 66.7% success rate in securing offers above minimum CTC quoted during enrollment.
- Spearheaded learner onboarding, ensuring 0 escalations and adherence to SLAs within week of joining Scaler.
- Optimized onboarding processes by saving approximately 6*5 hrs weekly (30hrs), saving significant team bandwidth by streamlining ISA document delivery and exit formality completion.
- Consistently delivered BAU tasks promptly and contributed to creating clear, qualitative SOPs and documents for team understanding.
Education
PGPM - Marketing & Finance
ICFAI Business School
Pune2019-04
Masters of Commerce - Advance Accounting & Taxation
BYK College Of Commerce
Nasik2016-06
Skills
- Program Management
- Stakeholder Management
- Strategic Planning
- Team Leadership
- Problem Solving
- Operations Management
- Cost Reduction Strategy
- Talent Hiring
Timeline
Senior Program Manager
InterviewBit Software Services Pvt Ltd
07.2022 - Current
Program Manager
InterviewBit Software Services Pvt Ltd
01.2022 - 06.2022
Operations Manager
InterviewBit Software Services Pvt Ltd
01.2020 - 12.2021
Business Operations Associate
InterviewBit Software Services Pvt Ltd
10.2019 - 12.2019
PGPM - Marketing & Finance
ICFAI Business School
Masters of Commerce - Advance Accounting & Taxation
BYK College Of Commerce
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